I. Introduction Loss Prevention Surveys

Suspicious Powders

To date, the method of delivery for an anthrax attack has come in the form of a mailed envelope

with an attached overt threat. Although the potential does exist for the bulk delivery of a BCA,

there is no evidence that it has happened. All BCA scares to date involving a “suspicious

powder”, not delivered via envelope or package, have been false alarms. These have most often

turned out to be spilled talcum powder, baking soda, flour, creamer, etc.

If a suspicious powder is discovered onsite, the General Manager should exercise their best

judgement in determining how to proceed. If a threat is included with the powder, it should be

taken seriously and BCA threat procedures implemented.

Evacuations as a result of BCA or external threat

If it is determined that the hotel has received a potential BCA, a local evacuation of the affected

areas or a hotel-wide evacuation may be ordered. In addition to BCA threats against the hotel,

evacuation may be required as the result of external threats. Each hotel should be prepared to

evacuate and shut down the hotel on 30 minutes notice. The evacuation should take into

consideration the possibility that the hotel may need to be closed for several days.

Regardless of the cause, each hotel should develop a means of initiating an evacuation. This

could include utilizing a hotel-wide public address system, utilization of the fire alarm system, or

other acceptable means of alerting the affected portion of the hotel. If the public address system

is utilized, a prepared statement should be announced. The following announcement is

suggested:

“May I have your attention please. The hotel management requests that all guests and visitors

evacuate the hotel as a precaution. Please leave the building by the nearest exit. Do not use the

elevators. Take your room key with you. Please remain calm.”

Announcements should be repeated a minimum of three times and should be given in English

and the local language. Efforts should be made to update staff and guests when further

information is obtained. Evacuations not involving fires may allow for the continued operation

of the elevators. The guest list should be checked to determine if handicapped guests are

registered at the hotel. When there are handicapped guests staying in the hotel, employees should

be sent to the rooms occupied by these guests to assist them in evacuating the hotel.

Evacuated staff and guests should travel a minimum of 300 feet from the hotel. Evacuations as

the result of a BCA or terrorist event may result in the hotel being closed for an extended period

of time. As a result, the hotel must be capable of securing the hotel perimeter and locking all

doors.

Hotel Emergencies

89

The hotel should develop an emergency evacuation and contingency plan in the event that the

local authorities declare a civil defense emergency and require that the hotel be evacuated for an

extended period. A sample evacuation checklist is included below.

Sample Evacuation Checklist

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  Alert guests of the evacuation.
  
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  Assist handicapped guests.
  
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  Establish an Emergency Command Post at a relocation point.
  
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  Departmental staff shut down any equipment.
  
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  Secure hotel safe.
  
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  Secure cash banks.
  
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  Print occupancy report.
  
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  Print reservation report.
  
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  Print report for future events and group bookings.
  
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  Place message for the auto-attendant indicating that the hotel is currently closed and provide
  
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  information contact number. If possible, forward the phone to an outside line.
  
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  Secure all liquor, coolers and freezers.
  
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  Secure pool(s) and fitness center.
  
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  Shut down all gas-fired equipment and close main gas valve.
  
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  Elevators are returned to the lobby and secured with their doors open.
  
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  Close and latch all fire and smoke doors.
  
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  Lock all external exits/entrances.
  
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  Close off parking garage.
  
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  Verify all life safety equipment is functional.
  
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  Depending on the cause of the event management should consider whether the emergency
  
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  generator should be allowed to activity or be disabled.
  

Relocation of Guests/Staff

Provisions should be made for the relocation of guests. This should include creating Mutual

Assistance Agreements with a location(s) near the hotel and a location(s) several miles away.

For locations near the hotel, an agreement with the hotels where “walk” arrangements are in

place might be considered. For these locations, transportation should be considered, including

provisions for walking as well as utilization of hotel vans and/or outside vendors, such as taxis or

limousines. For locations separated from the hotel by longer distances, establishing agreements

with similarly branded hotels on the other side of the city, or in an adjacent city might be

considered. In these instances, considerations for transportation during a city-wide emergency

should be taken into account. Alternate means of transportation might be difficult to locate and

agreements may need to be established with a transportation company.

Management personnel should be assigned to monitor the relocation of guests and staff away

from the hotel, including the relocation of injured persons. Use the materials in the emergency

response kit (guest identification tags and roster) to keep track of each relocated guest. Guests

and employees who were present at the hotel at the time the emergency occurred must be

accounted for. Pertinent records for employees should be obtained from the hotel's personnel

director. Guest records should be obtained from front desk personnel.

Hotel Emergencies

90

Recovery Plan

A detailed recovery plan should be developed for each property which includes provisions for reentering

the hotel, re-establishing utilities and normal operating procedures, returning employees

to work, and allowing guests to retrieve personal effects.

Repor ting

To report a BCI, use the following contact numbers:

Centers For Disease Control And Prevention (CDC)

[phone]

USPHS Office of Emergency Preparedness

[phone] or 800-USA-NDMS

[phone] (FAX) or 800-USA-KWIK (FAX)

XIII. Communications with the Media

Introduction .......................................................................................................................2

Official Press Releases.......................................................................................................3

Media Interviews ...............................................................................................................4

Sample Pr ess Releases.......................................................................................................5

Communications with the Media

XIII-2

Introduction

A crisis communications plan should be prepared and implemented by the hotel's

executive committee. Major points that should be included in the plan are:

Pre-Crisis

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  Organization of a crisis communications team which includes hotel management and
  
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  the public relations manager.
  
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  Development of a reliable system of communications for informing the crisis
  
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  communication team.
  
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  Selection of a single official spokesperson for the hotel during a crisis.
  

During the Crisis

In the initial stages of a crisis, the dissemination of information by the company's and the

hotel's Public Relations Department should be accurate, authoritative, and timely. The

following rules should be carefully observed by all persons involved in a crisis:

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  The crisis, media and information center should be manned immediately.
  
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  Senior management, Risk Management and Corporate Communications should be
  
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  notified immediately.
  
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  An official statement outlining the facts of the crisis should be prepared by the Public
  
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  Relations Manager for use with the media and other audiences and updated during the
  
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  crisis as developments warrant. This statement and any updates should be reviewed
  
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  by the Legal department and Corporate Communications in Atlanta prior to release.
  
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  All employees should be instructed to defer any inquiries to the hotel's official
  
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  spokesperson.
  
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  If the crisis is of major proportions a press conference should be held in the media
  
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  center with the local authorities having jurisdiction during the emergency, i.e., fire
  
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  department, police, military, etc.
  
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  Copies of hotel records pertaining to an accident or incident may be furnished to, and
  
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  discussions may be held with, local officials conducting an investigation only after
  
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  consultation with the Legal department and the Risk Management department.
  
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  In all dealings with the media the spokesperson should:
  
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  Always use a written official statement.
  
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  Never speculate on the cause, financial damage, etc.
  
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  Defer to the local authorities all inquiries not related to the hotel.
  

Communications with the Media

XIII-3

Official Press Releases

Reporters are interested in news events that involve property damage, personal injury, or

loss of life. Because hotel personnel are placed under great stress during such tragedies, a

simple statement containing basic information can prevent the publication of inaccurate

information that had to be obtained from unreliable sources.

The hotel’s official spokesperson (preferably the communications department or General

Manager) should prepare and issue a statement containing certain essential facts about the

incident. The press release should be approved by Corporate Communications prior to its

release.

All hotel personnel should be instructed to refer all inquiries to the member of management

responsible for this statement.

Sample press releases are available in this manual. When preparing a press release, the

following guidelines should be followed:

When

The day of the week, the date, and the time that the event took place.

Where

The location of the event as specified by the floor, or section of the commercial area.

Who

The number of people injured or involved. The names of injured persons are never

released.

What

The nature of the incident (fire, theft, etc.).

How Much

In the event of a theft or robbery, never divulge the amount of money that was taken.

Simply state that figures are unavailable. The area and degree of damage may be described

by a general statement such as "Seventeen rooms were damaged by smoke."

How Long

An estimation of the length of time required for any interrupted services be resumed.

Remember--many events taking place at the hotel receive publicity. An accurate news

release sent to reporters who have covered events at your hotel, often results in positive

publicity.

Never speculate as to the cause of the incident, offer opinions or misrepresent facts. If you

don't know all of the details, indicate that an investigation is underway.

Communications with the Media

XIII-4

Media Interviews

Following a catastrophe, reporters may request an interview with hotel management. In

these cases, follow these guidelines:

Only management should grant interviews. All other employees should refer questions

to a designated manager.

Avoid telling the media "No Comment". They will simply find another source for their

material. Rather schedule a time to meet with the media. This will provide you with

the time necessary to prepare a statement.

Watch what you say. Never express your personal beliefs; they may be interpreted as

hotel policy.

Answer questions with facts. Never include opinion, rumor, or speculation.

If an answer to a question could reveal confidential information, simply tell the reporter

that the information is confidential. If the reporter pursues the point, tell him it will

have to be reviewed by your management. Contact the communications department and

discuss an appropriate follow up.

Never be afraid to admit that you do not know the answer to a question. If you do not

know, say so. You can offer to find out more information if you feel it is important to a

fair news story. If the reporter requests the information, make every effort to get it.

Reporters have a difficult job. The easier you make the job for them, the greater the chance

that the information reported will be correct and favorable. Trying to impede their efforts

frequently results in more media time and space than such an event would normally

receive.

Any media inquiries regarding labor strikes, union election, or any other labor problem

should be directed to the hotel’s Employee/Labor Relations Department. Do not issue any

statements to the newspapers or radio, or to television reporters on this subject without first

clearing the statement with the hotel’s Employee/Labor Relations Department.

Communications with the Media

XIII-5

Sample Press Releases

Press releases for the following types of situations are included in the appendix:

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  Armed Robbery
  
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  Assault
  
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  Medical Emergency
  
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  Attempted Suicide
  
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  Death of a Guest or Employee
  
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  Fire
  
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  Flood
  
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  Hurricane or Typhoon
  
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  Earthquake or Tornado
  
•